User experience is crucial for attractive public transport. Passengers seek reliable, fast, and simple solutions while also valuing comfort and the quality of service. The successful integration of trains and bicycles in the Netherlands demonstrates that multimodal transport significantly enhances efficiency. Strategic planning and adapting systems to users’ needs are key to long-term changes.
On March 26 2025 the Embassy of the Kingdom of the Netherlands in Slovenia, the IPoP – Institute for Spatial Policies, and the Ministry of Environment, Climate, and Energy organized the conference Fast Forward Towards Sustainable and Friendly Mobility – Accelerating the Transformation of Public Transport at Center Rog. The event aimed to facilitate knowledge exchange between Slovenia and the Netherlands on organizing, communicating, and digitalizing public transport, as well as planning effective intermodal passenger transport systems.
A smart transformation of the transport sector is needed
The transport sector is one of the largest contributors to climate change and the only sector in Europe where greenhouse gas emissions are still increasing. At the EU level, transport accounts for about a quarter of all CO2 emissions, while in the Netherlands, this share is just under 20%. However, in Slovenia, transport is responsible for nearly one-third of emissions, making it the largest source of pollution. Additionally, transport is a major energy consumer, accounting for approximately 28% of final energy consumption in the EU, over 18% in the Netherlands, and as much as 41% in Slovenia.
Johan Verboom, Ambassador of the Kingdom of the Netherlands to Slovenia, emphasized in his opening speech that “Slovenia and the Netherlands share an ambitious goal – to achieve climate neutrality by 2050. To realize this vision, decisive actions are needed in all sectors, especially in transport. The Dutch public transport system is multimodal, integrating trains, buses, shared transport services, and last-mile solutions such as bike and e-scooter rentals. Since 2017, all Dutch electric trains have operated on green energy, and as of this year, all new buses must be emission-free.”
On a global scale, the Netherlands is leading initiatives such as the Global Memorandum of Understanding on Zero-Emission Trucks and Buses, aiming for 100% zero-emission sales by 2040, with an interim target of 30% by 2030. At the COP27 conference, the Netherlands also launched an initiative to train 10,000 experts in active mobility. Verboom invited Slovenia to join these efforts.
Slovenia’s Progress in Public Transport Development
Darko Trajanov, Director-General of the Transport Policy Directorate at the Ministry of Environment, Climate, and Energy in Slovenia, highlighted the significant steps Slovenia has taken in recent years to improve public transport after years of stagnation. “We have faced many challenges in public transport, but the Ministry has implemented a series of measures to enhance it. These include passing the Public Transport Management Act, establishing the Public Transport Management Company, introducing new types of tickets, and signing new concession agreements with operators. Thanks to these efforts, the number of passengers on buses and trains in Slovenia has rebounded to pre-pandemic levels faster than in other countries and continues to grow.”
In the coming years, Slovenia plans to integrate bus and train schedules, improve digital services—including the development of a unified passenger portal for ticket purchasing and validation—and accelerate the transition to alternative energy sources. Among the remaining challenges are linking national and urban transport systems, addressing workforce shortages, managing rising operational costs, and uncertainties regarding future funding for public transport projects.
The Netherlands Leads in Multimodal Transport
For years, the Netherlands has been a leader in sustainable mobility solutions, focusing on efficiency, innovation, and connectivity. A key characteristic of the Dutch public transport system is its seamless multimodal integration, connecting various transport modes—including trains, buses, bicycles, e-scooters, and car-sharing services—to enable smooth travel across the entire journey. Real-time travel information enhances passenger convenience, while continuous system improvements based on user feedback maintain reliability and ease of use.
Passenger Experience is Central to Public Transport Success
The first part of the conference addressed challenges related to passenger experience in public transport, beyond fundamental factors such as safety and punctuality. The presentations explored passenger motivation, the integration of user feedback, and the importance of real-time, accessible travel information. These insights were particularly valuable for attendees involved in transport operations and public transit management.
In the Netherlands, despite the fact that cars still dominate the number of kilometers traveled, bicycles and public transport perform better in terms of total trips taken. Niels van Oort of Delft University of Technology emphasized that “there should be no competition between modes of mobility, but rather a coordinated approach that ensures an efficient and connected transport solution.” The Netherlands’ extensive public transport network, with frequent train and bus connections and easy transfers to other transport modes, enhances service quality and the overall passenger experience.
Passengers tend to choose the path of least resistance—whether in terms of cost, time, or effort. Mark van Hagen of the Dutch Railways (Nederlandse Spoorwegen) emphasized that understanding passengers’ perceptions and emotions is essential to fostering a sense of control and satisfaction during their journey and in shaping long-term travel habits. The ultimate goal is clear: “Happy passengers travel more!”
His research indicates that the primary factors influencing travel choices are perceived safety and service reliability, followed by travel speed. Additionally, subjective aspects of the passenger experience—such as the attitude of railway staff, station comfort, and overall ambiance—also play a significant role in shaping satisfaction and travel decisions.
Transfer Hubs: The Key to Effective Multimodal Transport
The second part of the conference focused on infrastructure improvements for public transport, particularly the development of multimodal transfer hubs. These hubs facilitate seamless connections between different transport modes—whether transitioning from intercity trains to local buses or using bicycles and e-scooters for the last part of a journey. Slovenia is currently planning several new transfer hubs, making these discussions particularly relevant for national and municipal planners in attendance. Niels van Oort highlighted that “good urban planning is the foundation of effective transport planning.”
Presentations underlined the Netherlands’ success in integrating bicycles and trains. “Much of the discussion around ‘smart cities’ revolves around new (and sometimes nonexistent) technologies that reinforce car dependency. In contrast, the Netherlands has long relied on two centuries-old technologies—bicycles and trains—to create more pleasant, equitable, and sustainable cities. Every day, three-quarters of a million Dutch residents combine these two modes for seamless, door-to-door mobility, reducing congestion and improving access to housing, jobs, and education,” said Chris Bruntlett of the Dutch Cycling Embassy.
Herbert Tiemens shared insights from Utrecht, which has rapidly developed multimodal hubs over the past decade. These efforts have focused on building infrastructure that enables seamless transfers between different modes of transport, improving overall connectivity. A key step has been the expansion of secure bicycle parking facilities at train stations, as “enhancing bicycle security at stations also encourages greater use of public transport.” Transport service providers recognize this and are working closely with national and local stakeholders to integrate services more effectively. Utrecht’s approach complements its policies with restrictive parking measures to promote cycling and public transport use.
Collaboration for Better Mobility
Reliable, fast, simple, and comfortable public transport is essential for attracting passengers and reducing reliance on private cars. The Netherlands’ successful multimodal transport model demonstrates that efficiency and user experience can be improved while reducing energy consumption and CO2 emissions. Although Slovenia has made significant investments in public transport, challenges remain, including increasing service availability, integrating schedules, advancing digitalization, and transitioning to cleaner energy sources. The conference underscored the importance of tailoring services to passenger needs and developing well-connected infrastructure. As Minister of the Environment, Climate and Energy, Bojan Kumer, noted, “Public transport is the foundation of a modern and just society. International collaboration and the exchange of best practices can accelerate its transformation into an efficient and passenger-friendly service.”
Presentations
- Public Transport in The Netherlands – Niels Van Oort, Delft University of Technology – video
- Reshaping the Public Transport System in Slovenia – Darko Trajanov, Ministry of the Environment, Climate and Energy of Slovenia – video
- Costumer Experience: Give Travelers What They Want! – Mark Van Hagen, Nederlandse Spoorwehen – video
- Bicycle + Transit integration: Multimodal Lessons From International Research and Dutch Practice – Niels Van oort, Delft University of Technology – video
- Healthy Urban Living in Utrecht – Herbert Tiemens, City of Utrecht – video
- The Golder Bike-Train Combination As an Attractive Alternative To the Car – Chris Bruntlett, Dutch Cycling Embassy – video
Galerija fotografij
(Foto: Tea Stepan)
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The conference is organized by the Embassy of the Kingdom of the Netherlands in Slovenia, in collaboration with IPoP – Institute for Spatial Policies and Ministry of the Environment, Climate and Energy of Slovenia.
